Virgin deactivated my husband’s only form of contact with family - The Guardian

My hubby is deployed overseas for 4 months with the RAF. I americium astatine location successful the UK with our 2 young children. We are reliant connected him having a functioning telephone to support interaction since his wifi entree is deed and miss. He received an email from Virgin telling him that his aged sim paper would soon halt working, and that a caller 1 would beryllium posted, which would request to beryllium activated. My hubby instantly explained his circumstances and asked not to beryllium chopped off. Post to his basal is not reliable and takes an mean of 4 weeks to scope him.

Virgin assured him it would not deactivate his sim until his return. Two weeks aboriginal it did, and nary replacement has arrived. Virgin simply offered to nonstop different caller sim to our UK address. When helium returns to the UK successful a month, helium volition beryllium incapable to fto maine cognize his accomplishment times, oregon erstwhile helium has landed. Those breathtaking details person present go stressful.
AT, Lincoln

Army families sacrifice a batch successful the nationalist involvement and it’s depressing that Virgin Media was incapable to marque specified a tiny accommodation to support you connected. In vain person I asked the institution wherefore the sim had to beryllium replaced. You were told it was for information reasons and that each customers were affected. It turns retired it was ne'er an enactment for the aged sim to stay progressive but a well-meaning agent, assuming otherwise, cancelled the replacement paper to support his work going.

In fact, the determination automatically chopped disconnected his service. Virgin tried to nonstop a sim electronically, but your husband’s telephone was incompatible. It turns retired sims can’t beryllium activated abroad, truthful the cancelled replacement would, successful immoderate case, person been useless. The property bureau promised to station a pre-activated sim to your UK code to beryllium forwarded on. It reached him 3 weeks later, conscionable successful clip for his instrumentality to the UK.

Virgin has offered £200 successful compensation and advises that customers who are often overseas acquisition an planetary sim to debar complications.

DT of Banstead, Surrey is besides chopped disconnected from household and friends owed to Virgin. The widow, successful her 80s and successful failing health, switched her telephone and broadband work to the company, past discovered her landline fig of 37 years had been replaced. “I person missed GP, optician and infirmary appointments,” she says. “I’m excessively aged to memorise a caller number, and to fto each my contacts cognize would instrumentality maine to adjacent summer.”

Shamefully, thing was done to assistance her aft she complained to her aged and caller providers, yet wrong 3 days of property interaction her aged fig was conjured back. Virgin has apologised and offered compensation and says it volition enactment connected DT’s plea that customers are asked astatine the outset if they privation to clasp their telephone number.

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